Partner Success Delivery Manager

Westcon-Comstor; Bracknell; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Partner Success Delivery Manager to enhance customer satisfaction in the IT distribution channel. This role offers the chance to work in a hybrid environment, balancing office and remote work, while fostering strong relationships with partners and customers. With a focus on service delivery excellence and ITIL best practices, you'll be instrumental in managing escalations and ensuring a smooth service experience. Join a supportive team that invests in your growth and offers a rewarding career path in a thriving global business.

Qualifications

• 2+ years of Service Delivery experience in IT with strong customer relationship skills.
• ITIL Foundation certification and knowledge of escalation procedures are essential.

Responsibilities

• Manage customer expectations and experiences per SLAs.
• Handle escalations of help desk tickets and analyze performance trends.

Skills

Customer relationship management

Service Delivery experience

ITIL Foundation certification

Technical communication

MS Office proficiency

Project management

Cyber Security knowledge

Escalation procedures

Job description

Job Details: Partner Success Delivery Manager

Full details of the job.

Vacancy No: VN13313

Job Title: Partner Success Delivery Manager

Office Location: Bracknell (Hybrid: 2 days office, 3 days remote)

About the Role

This is an excellent opportunity to join the IT distribution channel as a Service Delivery Manager, where you will share your passion for exceptional customer service and develop a rewarding career within a supportive and collaborative environment.

This role is ideal for candidates with prior experience in service delivery and a solid understanding of ITIL. Fluency in French is highly desirable.

As a Service Delivery Manager at Westcon Comstor, you will foster a high-performance environment, achieving and maintaining excellent customer satisfaction.

You will serve as the primary liaison for a distinguished cybersecurity vendor, ensuring a smooth service experience for partners and customers by understanding their service structure and technical landscape.

Your responsibilities include monitoring complex issues, managing escalations, working with customers and the Service team to resolve technical challenges, and overseeing case support review meetings, including identifying upsell opportunities.

We invest in our employees through comprehensive training, equipping you with the necessary technical knowledge, systems, and tools.

Your Key Responsibilities

• Participate in onboarding new partners
• Coordinate and attend service review meetings
• Manage customer expectations and experience per SLAs
• Handle escalations of help desk tickets
• Analyze performance and trends
• Identify risks and provide recommendations
• Suggest service improvements based on ITIL best practices

Qualifications / Requirements

• Strong customer relationship skills
• At least 2 years of Service Delivery experience in IT
• ITIL Foundation certification
• Knowledge of escalation procedures
• Willingness to learn about Cyber Security products and services
• Ability to communicate technical issues effectively to technical and non-technical audiences
• Resilient, able to work under pressure and meet deadlines
• Proactive and resourceful
• Diplomatic decision-making skills
• Proficient in MS Office (Word, Outlook, Excel)

Desirable skills include project management experience, SAP knowledge, and French language skills.

About Us

Join a growing global business. Westcon-Comstor is a leading IT distributor with US$4.35 billion in revenue, connecting technology vendors with distribution partners reselling software and solutions. We offer a dynamic, supportive culture with significant growth potential in our UK and Ireland operations serving the EMEA region.